Issue Summary:
Auto‑Retain is the TrustedForm feature that automatically stores certificates generated from your verified domains without requiring a separate API call. When Auto‑Retain fails to capture and store a certificate as expected, leads may lack the essential documentation needed for compliance, audit trails, and legal protection.
Impact:
- Leads from verified domains might not have their corresponding certificates retained automatically.
- Missing certificates can weaken compliance safeguards and increase risk during audits or legal disputes.
- Affected users include publishers who rely on automatic retention to document consumer consent.
Common Errors, Causes, and Fixes
| Symptom | Root Cause | Description | Quick Fix |
|---|---|---|---|
| Certificate not retained automatically | Domain not verified or Auto‑Retain toggle disabled | Auto‑Retain only functions for domains that have been verified and enabled for retention. | Verify domain ownership and enable the Auto‑Retain toggle in your TrustedForm account settings. |
| Certificate retained with delay | Delayed processing or connectivity issues | Auto‑Retain normally requies ~15 minutes for processing; network latency or system hiccups may cause delays. | Wait at least 15 minutes; if the certificate remains missing, contact support for help. |
Step‑by‑Step Troubleshooting
Step 1 – Verify Domain Ownership and Auto‑Retain Toggle
- Log in to your TrustedForm account at https://app.trustedform.com/certificates/issue.
- Scroll to the bottom of the Issuing Certificates page and locate the “Auto‑Retain Confirmed Domains” section.
- Confirm that each domain you expect to use is verified and listed.
- For any verified domain with the toggle set to “Disabled,” enable Auto‑Retain.
Expected Result:
All verified domains display an “Enabled” toggle, indicating that certificates generated from these domains will be automatically retained.
Step‑by‑Step Troubleshooting
Step 2 – Confirm Form Submission and Certificate Generation
- Open your lead generation form on a web browser.
- Fill out and submit the form, ensuring it contains the TrustedForm Certify Web SDK.
- Wait for at least 15 minutes to allow the Auto‑Retain process to occur.
- Retrieve the TrustedForm Certificate URL from your CRM, lead database, or TrustedForm account.
- Lookf or a form submitted event in the Event Log
Expected Result:
A valid certificate URL (starting with https://cert.trustedform.com/…) is generated, confirming that the certificate has been captured and retained.
8. FAQ
How do I know that Auto‑Retain is working?
After a lead is submitted, wait at least 15 minutes and then check your TrustedForm account’s “Recent Stored Certificates” section or visit the certificate URL provided with the lead. If you are able to view the complete certificate, Auto‑Retain is functioning correctly.
Do I have to store the TrustedForm Certificate URL with my lead data?
Yes, it is best practice to store the TrustedForm Certificate URL in your CRM or lead database. Otherwise you may not be able to to find this certificate.
Will Auto‑Retain be included in my current service contract?
Auto‑Retain is part of the TrustedForm Retain – First Party Certificates product offering for contracted customers. If it does not appear in your contract allotment, please contact your customer success manager to discuss adding it.
Can lead buyers directly access the certificates retained via Auto‑Retain?
No, Auto‑Retain only stores the certificate in the account that owns the originating domain.
What should I do if my form doesn’t trigger a submission event?
If no form submission is detected, the TrustedForm Certify Web SDK will not automatically retain a certificate. Verify that your form is built using standard
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